*Working Group concluded, final report and deliverables submitted on May 2019
Charge
In the Fall of 2018 the CIO requested a review of the current implementation of ServiceNow. Other colleges and units are ready to invest in other service management tools, while ITS and others have already made the investment in ServiceNow. The ServiceNow license is up for renewal in the Fall of 2019. This is an opportunity for Campus IT to investigate together and determine if ServiceNow is a viable solution for campus. The goal is to find agreement among campus stakeholders whether ServiceNow is the right incident and request management tool for the University of Texas at Austin.
Scope/Boundaries
In Scope
- ServiceNow
- Purpose of ServiceNow for campus, which will inform needs
- groups on campus who deliver IT services
- IT Incident
- IT Request
- Workflow analysis from a business process perspective
- A list of possible CMDB items
- Engagement Strategy
- 80% coverage of campus, common functions
- Cost assessment of current and future implementation – resourcing, licensing, both centralized and distributed
- Recommendations for meeting training needs
- Metrics/Reporting capabilities documented for units, list of canned reports and dashboard
Out of Scope
- Knowledge
- HR
- Finance
- Asset Management
- Integrations to Asset Management, CMDB tools
- Other service management tools (ITSM, Service Desk)
Incident Request Managment Working Group Officer
Incident Request Managment Working Group Members
